Systems and methods for state information exchange

ABSTRACT

Apparatus and method for sharing state information using a web-enabled system and a phone service system are disclosed. In some embodiments, a presence module is used to identify a currently accessed web page to an agent during an on-line session. In some embodiments, documents are delivered to a user through a web browser concurrent with an audio message delivered by phone. Concurrent delivery of documents configured to accept an electronic signature is disclosed.

RELATED APPLICATIONS

This application is a continuation of U.S. patent application Ser. No.11/759,139, issuing as U.S. Pat. No. 9,014,365, entitled “SYSTEMS ANDMETHODS FOR STATE INFORMATION EXCHANGE,” filed Jun. 6, 2007, which isincorporated by reference herein, in its entirety.

This disclosure is related to U.S. patent application Ser. No.11/759,135, entitled “SYSTEMS AND METHODS FOR STATE INFORMATIONEXCHANGE,” U.S. patent application Ser. No. 11/759,129, entitled“SYSTEMS AND METHODS FOR STATE INFORMATION EXCHANGE,” U.S. patentapplication Ser. No. 11/759,121, entitled “SYSTEMS AND METHODS FOR STATEINFORMATION EXCHANGE,” and U.S. patent application Ser. No. 11/759,115,entitled “SYSTEMS AND METHODS FOR STATE INFORMATION EXCHANGE,” each ofwhich filed on Jun. 6, 2007, and each of which are incorporated byreference herein, in their entireties.

TECHNICAL FIELD

Embodiments disclosed herein relate, generally, to systems and methodsthat provide information content to consumers, including systems andmethods for concurrently exchanging information content, and moreparticularly, to systems and methods for state information exchange.

BACKGROUND

Consumer demand for products and services in the banking and insuranceindustries continues to grow world-wide. Increasingly larger callcenters are used to address this demand. Consumers requiring access toinsurance and banking information, or those wishing to change policy oraccount values, for example, may be routed through a call-center. Oftenit is necessary to place the consumer on hold while locating anavailable agent. The agent may place the caller on further hold at somepoint during the conversation to gather additional documentation. Callholding typically provides a less than satisfying experience for theconsumer. One solution is to place more agents in the call center toreduce wait times. As a company expands its available products andservices to meet growing demand, allocating ever more agents can becostly.

SUMMARY

Currently, consumers browsing the webpages of a company's website relyon the links provided therein to obtain information, which consumers mayfind difficult to use for locating the desired information, even if thepage is well formatted. The consumer often selects a link leading toanother webpage containing information the consumer is not seeking. Thishunt-and-peck method of searching can be unproductive and frustrating.Consumers can also become frustrated completing online forms if theconsumer does not fully understand the questions, or if a questionappears redundant or vague. The addition of a help file link may not bevery useful if it is lengthy, even with keyword searching, or does notanticipate the consumer's questions or does not provide a scenario tothe question. In the banking and insurance industries, for example,on-line forms can be particularly frustrating to the consumer since manyquestions pertain to valuations, expectancies, and derivatives. Becauseresponses to question can also have significant financial and legalrepercussions, consumers may be reluctant to just guess. Interactionwith government agencies on-line can be equally frustrating. Forexample, a consumer using an on-line form to file a do-not-callcomplaint with the Federal Communications Commission is required toprovide detailed phone and identification information about the allegedviolation. It may be difficult for the consumer to know which phonenumber should be entered and where, since call identification questionsmay appear ambiguous, vague and redundant. Consequently, an inaccurateor incomplete complaint may be filed, or the consumer may give up andnot file at all. In view of the above, the inventors have realized theneed for human intervention and assistance at the point where theconsumer is having a problem completing the on-line form. The need forincreasingly complex systems capable of delivering highly integratedservices is also recognized.

The integration of a web-enabled system and a phone-based system can beused to apprise a company representative of the browsing state ofsomeone accessing a company's webpages. Such integration can also enablea high level of interaction between consumers and companyrepresentatives, likely leading to a high level of consumersatisfaction. The above integration, for example, permits a member of anorganization to dial into a member service representative that is ableto view the point on a webpage form where the member is stalled andprovide assistance. Documents can also be electronically pushed out tothe consumer while the consumer is speaking with a companyrepresentative or is placed on hold. While on hold, customized marketingmessages can be played to the consumer through the phone system.Customized marketing messages can also be directed to the consumer fordisplay on the consumer's computer. Further, information can be providedto the consumer by a company representative in near real time concerningthe documents electronically provided. This can eliminate much guessworkon the part of the company representative and provides a high level ofdirected service to the consumer, which is a quantum leap in service.For example, an on-line auto policy quote can be deliveredelectronically for an electronic signature, rather than provided by mailor facsimile to be signed and returned by mail or facsimile. A processthat has traditionally taken days, can be performed in minutes.Accordingly, the entire transaction process can be attended to throughcompletion, including the most critical phase.

It is expected that this will increase consumer satisfaction andcustomer retention. In an embodiment, a method of associating stateinformation for disparate systems includes receiving information from auser through a first communications system. The method also includesquerying a second communications system for the presence of the user onthe second communications system. The second communication system isconfigured for receiving packetized information. The method alsoincludes alerting an agent to the presence of the user on the secondcommunication system, while interacting with the user through the firstcommunications system.

In another embodiment, a method of delivering messages through disparatesystems includes transmitting first information through a firstcommunications system to a user in response to a first query. The firstinformation is assembled in a packet format for transmission andincludes the first data provided by the user. The method also includestransmitting additional information to the user through a secondcommunications system, the transmitting being initiated by the firstquery. The additional information is generated by deducing from seconddata provided by the user through either the first or the secondcommunications system. The first and the second information aresubsequently transmitted to the user during a concurrent session.

In another embodiment, a message delivery system includes a firstcommunications system interface coupled to a call center and configuredto operate in asynchronous mode. The system also includes a presencedetection module coupled to the first communications system interface.The presence detection module is configured to detect an on-linepresence of the user and a current webpage accessed by a browseroperated by the user and to provide a pointer to the current webpage.The system also includes a second communications system interfacecoupled to the presence detection module. The second communicationsystem interface is configured to provide other information to the userconcurrent with information provided through the first communicationssystem interface.

In another embodiment, a machine readable medium havingmachine-executable instructions is used, either in whole or in part, inthe performance of the methods described herein.

In another embodiment, a method of associating data includes recordingfirst information provided to a user through a public packet-switchednetwork. The method also includes receiving second information from theuser at a call center through a public telephone system. The secondinformation including an acoustic signal generated by the user. Themethod also includes querying a server through a private network forpresence of the user on the public packet-switched network andassociating the user with the first information. The method alsoincludes directing the first information to an agent in contact with theuser through the public telephone system.

In another embodiment, a system includes a call center containing aplurality of selectable agents. The system also includes a web-enabledserver coupled to the call center by a private network. The server iscoupled to a presence detection module and an advertisement engine. Thepresence detection module is configured to determine an on-line statusof a user. The advertisement engine is configured to a provide messagebased on a user characteristic. The server is configured to provide acopy of an on-line document accessed by a user and to notify at leastone of the plurality of selectable agents to the on-line status of theuser.

BRIEF DESCRIPTION OF DRAWINGS

Embodiments are illustrated by way of example and not limitation in thefigures of the accompanying drawings, in which like references indicatesimilar elements.

FIG. 1 is a diagram illustrating a system for exchanging information, inaccordance with an example embodiment.

FIG. 2 is flowcharts illustrating a method of exchanging information, inaccordance with an example embodiment.

FIG. 3 is a block diagram illustrating a machine including instructionsto perform any one or more of the methodologies described herein.

DETAILED DESCRIPTION

Titles are provided in the following detailed description forconvenience and are not intended to limit the scope of the subjectmatter described anywhere herein. The first section presents an overviewof embodiments of the inventive subject matter with reference to asystem for exchanging information. The second section presents examplesystems according to various embodiments. The third section providesexample methods of using embodiments of the inventive subject matter.The fourth section describes an example implementations of the inventivesubject matter.

As used herein, “intranet’ refers, generally, to a private networkproviding communications among servers, data storage units and machinescoupled to the private network. “Machine” refers, generally, to anydevice or system capable of using a machine-readable medium, such as aread-only memory (ROM), a random access memory (RAM), a magnetic diskstorage media, an optical storage media, a flash memory device, mediaincluding a barcode, media including ink, a punch card, paper tape, andthe like. Example machines include, without limitation, a computer, apersonal digital assistant, and a cell phone. The term “user” refers,generally, to a “human entity”, but can also refer to a proxy deviceoperating under human identity, such as a proxy server. “Module” refers,generally, to a software, hardware and firmware components, as is knownto one of ordinary skill in the art, and includes executable code andinstructions and/or circuitry as necessary to perform a stated function.The terms “coupled” and “coupling” refer, generally, to the linking ofelectromagnetic signals in any form, and includes direct and indirectlinking. The term “agent” includes any representative authorized by thecompany to perform a service on behalf of the company.

FIG. 1 is a diagram illustrating a system for exchanging information, inaccordance with an example embodiment. In this example, a computer 104associated with user 102 is configured for coupling to a server 106owned or operated by company 100 through a publicly accessiblecommunications infrastructure capable of routing data packets, such asthe Internet 114. Computer 104 can include a display. Server 106 can becoupled to data store 108 that contains information accessible to theserver. Server 106 is configured to provide information content toauthorized users, such as an on-line form to be completed by a user. Insome embodiments, data store 108 is located within server 108. In someembodiments, the data store is coupled to server 106 through anintranet, such as Intranet 112. Server 106 may be coupled to one or moreother servers as necessary to provide a desired content, to accommodatea specified number of users, and to reduce queue times.

Computer 104 can communicatively interact with server 106 using a webbrowser, such as Internet Explorer™, Netscape™, Mozilla™, Opera™,Firefox™, and Camino™ as examples. A small text file, such as ahypertext transfer protocol (HTTP) cookie can be inserted by server 106into a browser memory of a web browser operating on computer 104. HTTPcookies can be used by server 106 for authenticating, tracking, andmaintaining specific information about a user web session. Persistentand session HTTP cookies can be used. In some embodiments, a duplicateof the HTTP cookies placed in the memory of the web browser operating oncomputer 104 are stored in data store 108 for further use.

The example of FIG. 1 also illustrates a phone system 116 coupling user102 with an agent 113 through a call center 110. Phone system 116 can beconfigured to process signals related to synchronous and/or asynchronouscommunications. User 102 can access phone system 116 with a device 118,such as a telephone, a cell phone, and a device capable of generatingacoustic signals, such as a teletypewriter (TTY) or a telecommunicationsdevice for the deaf (TTD). A call center typically operates a phone bankfor an entity, such as company 100. In some embodiments, company 100owns or operates call center 110. Call center 110 can serve as a pointof access for a user 102 for contacting a human customer servicerepresentative 111 (CSR) by phone. Customer service representative 111can be an automated system responsive to audio tones input by user 102via device 118 using a keypad. Customer service representative 111 canalso include a voice recognition module configured to be responsive touser 102, as described below. In some embodiments, the call center isconfigured to allow a CSR 111 access to a voice recognition module, suchas module 115. In some embodiments, an automated response system is usedfor accessing a human CSR. In some embodiments, call center 110 iscoupled to a call center computer (not shown) configured to receivecalls through Internet 112.

As illustrated, call center 110 is configured to access server 106 usingIntranet 112. Incoming voice, TTY and TDD traffic to call center 110received by CSR 111 can be routed to an agent 113. The CSR 111 canselect any available agent 113, or can select one of the agents 113according to one or more specified criteria. For example, call center110 may include a plurality of agents 113 specializing in one or more ofhome, auto, life, personal property, and business insurance, as well as

financing, trust fund accounts, stock brokerage, arbitrage accounts, andmutual and hedge funds. Here, the agent 113 selected by CSR 111 is basedon the type of service the user 102 is seeking Contact with the agent113 may be for assistance in a answering a general question and infilling out an on-line form to complete a transaction. Server 106includes a presence detection module 107, a voice recognition module115, and an advertisement engine 117. Presence detection module 107 isconfigured to sense a current webpage viewed by user 102. In someembodiments, presence detection module 107 is configured to sense a websession and determine whether user 102 is currently on-line andconnected to server 106. In some embodiments, detection module 107 isconfigured to alert an agent 113 to the on-line presence of the user. Insome embodiments, presence detection module 107 is configured todetermine the on-line status of user 102 automatically upon the user'scontact with the call center. Detection module 107 can also beconfigured to provide a pointer a memory location where the currentwebpage being viewed by user 102 is stored. In some embodiments, module107 is configured to receive data associated with a script, such as aJavaScript™, running on computer 104. Here, an autoreload script can bepassed from server 106 to computer 104 to cause a page displayed in aweb browser window to be automatically updated (or refreshed) andtransmitted back to server 106. In some embodiments, the autoreloadscript is passed to computer 104 attached to an on-line form to becompleted by user 102.

Voice recognition module 115 can be configured to identify a previouscaller and to provide an corresponding identifier for associating theuser with a phone system activity and/or web-based system activity. Forexample, the voice recognition module 115 can include a speechsynthesizer configured to match a user identifier with a voicecharacteristic. Examples of a user identifier includes a user name, auser internet protocol address, a domain name address, a telephonenumber, an account number, a policy number, an invoice, a policy number,and the like. The voice recognition module 115 can also include a voicestress analyzer to sense the amount of stress, frustration or anger inan audio signal associated with user 102. The voice recognition module115 can be coupled to call center 110 such that an incoming call isautomatically routed through the module 115 while user 102 is in voicecontact with CSR 111. Where user 102 distress is sensed in a voicecharacteristics, the call can be automatically directed to arepresentative especially skilled in customer relations, or CSR 111 canbe alerted to the caller's distress so that the CSR can respondappropriately. The speech synthesizer can also used to identify whetheruser 102 is presenting a prior-asked question. Here, CSR 111 can respondto user 102 by noting the continued problem and assuring the user thequestion will be carefully addressed. In some embodiments, presencedetection module 107 is used in combination with voice recognitionmodule 115 to identify a webpage of a current session for user 102.

Advertising engine 117 can be configured to generate advertisements,marketing messages and offers in textual, audio and video formats. Theadvertisements, marketing messages and offers can be pre-generated andstored in a library for selection or generated during the time the useris connected to server 106 or in contact with call center 110.Advertising engine 117 can be used to select specified advertisements tobe presented to user 102 without input from an agent 113. Theadvertisements can be personal to the user. Here, one or moreadvertisements are selected based on one or more financial, legal, orfamilial aspect, characteristic or status of user 102. The financial,legal, or familial aspect, characteristic or status of user 102 can bebased on a prior interaction recorded in a memory, or a current sessionusing information provided during the call into call center 110. In someembodiments, the advertisements, which also include directed marketingmessages, are inferred or deduced from a prior recorded transaction or aprior interaction. In some embodiments, the advertisements are inferredor deduced from present interaction, such as a present call into callcenter 110. In some embodiments, advertising engine 117 selects one ormore advertisements to be played based on a value to user 102. In someembodiments, advertising engine 117 selects one or more advertisementsto be played to user 102 based on an algorithm configured to predict alikely maximum return or a maximum profit to company 100, in the eventthe product or service is selected. In some embodiments, advertisingengine 117 selects one or more advertisements based on an algorithmconfigured to predict a product or service most likely to be chosen byuser 102. In some embodiments, one or more advertisements are selectedby an agent 113 while users is connected to call center 110. Here, theagent's selection can be based on an observation, or a prior personalcontact with user 102, or a prior recoded transaction or interactioninvolving user 102. The agent's section can also be inferred or deducedfrom the current interaction, or from one or more prior transactions orinteractions with user 102. In an embodiment, the message selected isbased on knowledge derived from another user. For example, knowledgederived or provided from a relationship between user 102 and a spouse orother family member.

Server 106 can be configured to allow user 102 to select anadvertisement for replay, to request more information about theadvertisement being presented, or to alert an agent 113 or CSR 111 of adesire to accept or pursue an offer currently presented. Here, forexample, user 102 can push a number on a phone keypad corresponding to aspecified action stated in the message, such as “select #1 for moreinformation, #2 to repeat the message, #3 to complete the offer”, andthe like. In some embodiments, the agent 113 or CSR 111 is alerted thatno action was taken by user. Here, the lack of action can be lateranalyzed to improve upon or change message content.

In some embodiments, agent 113 can access the HTTP cookies in data store108 to assist in further transacting with user 102. For example, user102 viewing webpage content on server 106 can initiate contact with callcenter 110 via phone system 116. User 102 can provide identification,such a phone number, a member number, a credit card number, a policynumber, an association number, an account number and the like. In someembodiments, the identifier associated with the user is a phone numberobtained by automated caller ID. An agent 113 may communicate withserver 106, and using the identification associated with user 102 andthe one or more HTTP cookies in data store 108, access a webpagecurrently viewed by user 102 on computer 104.

The above is meant to be illustrate of a possible arrangement and is notintended to limited the inventive subject matter to a particularconfiguration. For example, one or more of presence detection module107, voice recognition module 115, and advertisement engine 117 can belocated external to server 106 an coupled to it through Intranet 112.

FIG. 2 is a block diagram illustrating a method for exchanginginformation, in accordance with an example embodiment. In this example,the method begins at block 205 with the user accessing an organization'swebsite through a server. As the user views the webpage of interest, apersistent HTTP cookie is set in the memory of the user's web browser.In some embodiments, a session cookie is set in the memory of the user'sweb browser. In some embodiments, a copy of the persistent and/orsession cookie is stored in a data store coupled to the server providingaccess to the organization's webpages. The persistent cookie can containtracking information related to the webpages visited or viewed by theuser during the present or a prior web session. In some embodiments, amodule configured for sensing the presence of a user is used to track acurrent webpage viewed by the user. In some embodiments, the user isrequired to provide an identifier to access one or more webpages.Examples of an identifier include, without limitation, a name, a phonenumber, a membership number, a policy number, an invoice number, creditcard number, a debit card number, a social security number, a militaryidentification number, and an account number. In some embodiments, theidentifier is authenticated by the server before providing access to afurther webpage. In some embodiments, the user is permitted to enterinformation into an on-line form, or an on-line questionnaire based onthe identifier provided. In some embodiments, the information entered isintermittently transmitted to a company server using a script configuredto auto-update entered information at the server.

The server can be configured to provide customized advertisements,directed marketing messages and offers to the user without humanintervention based on the identifier and/or the contents of a persistentcookie or a session cookie. The server can be configured to interpretthe intentions of the user to provide the user with information directedat products and services likely to be of interest. User intentions canbe inferred or deduced from prior information provided by the user. Theidentifier can be used for associating the user with membership in aparticular group having a specified need. For example, the server mayrecognize the identifier as belonging to a member homeowner lackingflood insurance. The server can push out a message opening a browserwindow on the user's computer and play an audio file or a video fileestimating relative costs of flood insurance versus flood damagereplacement costs and projecting a likelihood of a flood event where themember's home resides. The playing of the message can be timed tocoincide with an idle period of activity, and the browser window can bemade sufficiently small so as to not significantly obstruct the user'sactivities. In some embodiments, the message is configured to by playedon the user's computer after the session has ended using a script.

At block 210, the user contacts a call center of an organization forfurther assistance with an on-line form or for other information. Insome embodiments, the user contacts the call center for resolution of astalled web session. The call center directs the user to the appropriateagent or representative. In some embodiments, the call center is able toidentify the user by the caller's phone number. In some embodiments, theuser enters an identifier using a device, such as a phone, a TDD, and aTDY. In some embodiments, the user identifier is entered by the user'svoice. In some embodiments, the user identifier is entered using akeypad. In some embodiments, the user is identified by voice comparisonwith a prior recorded audio file containing voice characteristicsassociated with the user. During the time period the call is beingrouted to an agent for assistance, an audio message can be played overthe phone. The message selected for playing can be associated with thecaller's question or the identifier provided by the caller. The audiomessage can be related to information stored about the user in adatabase accessible to the call center. Examples of messages includes,without limitation, an general advertisement, a directed advertisement,a directed marketing message, and an offer. In some embodiments, themessage selected is inferred from information provided by the userduring the current phone conversation or a prior recorded contact withthe user. In some embodiments, the message selected is deuced usinginformation provided by the user during the current phone conversationor a prior recorded contact with the user. A prior recorded contact caninclude information entered during a prior web session or a prior phonecontact. During the time the message is played, the user can be providedthe option of selecting a further action. For example, the user canselect “message replay”, “new message”, “more information”, and“complete the offer”. User selection can be by voice or by a device,such as a keypad configured to generate audio tones for transmissionthrough a phone system.

At block 220, the agent contacted proceeds to assist the caller incompleting the on-line form or in proving the information requested bythe user. In some embodiments, the agent accesses a presence detectionmodule to identify whether the user is currently connected to a companyserver. If the user is still on-line with the server, the presencedetection module can be used to provide a pointer to the current webpagebeing viewed by the user. In some embodiments, the presence detectormodule is used to assist in identifying the user. The agent is also ableto access persistent and session cookies associated with the webpagesviewed by the user during the current or a prior session. Using theinformation provided by the present detector module in combination withone or more cookies, the agent is able to retrieve session informationfor the user and can view the state of the on-line form on a desktopdisplay while the user remains on-line. In some embodiments, a scriptrunning on the user's computer accessing the company server continuouslyupdates the on-line form at the server end. Accordingly, the agent candetermine what information was entered and at which point on the formthe user has not entered information in near real time. The agent istherefore is provided a snapshot of the view of the user as imaged onthe display of the user's computer. The agent can complete the formdirectly using input from the user over the phone or can communicatedirections over the phone for on-line entry by the user. In someembodiments, the user can view information on-line as it is beingentered by the agent using a script that auto-refreshes the form on theuser's display. Here, updated information is being pushed out to theuser from the agent. Because the user is able to view the information innear real time, the user can quickly correct any errors. In someembodiments, streaming content is pushed out to the user's computeraccessing the company's web server. In some embodiments, the user's andthe agent's web browser page is updated automatically and intermittentlyfor a specified time period until the session has ended.

At a point during the call the agent places the user on-hold to obtaininformation from another source, the agent can select an audio messageto be played to the user while on-hold. The audio message can be basedon some financial, legal or familial characteristic or status of theuser. For example, during the conversation the agent notes that the userhas recently had a baby. Here, the agent selects on the “new baby” lifeevent message related to financial products and services applicable tosomeone with a new baby. In some embodiments, a video or audio file canbe pushed out to the on-line user directed at some aspect relevant tothe user through the server, such as the “new baby” life event message.Here, a window is opened in the browser and the message is played whilethe user is on hold.

The audio message sent to the user over the phone can include optionsfor selecting a product or service. Using the “new baby” example, themessage can also request the user press a phone key, such as “press #1or more information, #2 for an immediate quote, #3 for moreinformation.” The user's desire can also be accommodated by user voiceduring the time the message is playing. In either case, the agent can benotified of the selection made by the user and the offer, quote oradditional information is pulled from a server to the agent's desktopfor display. In addition, the same message can be pushed concurrently tothe user and played in a browser window. Here, the user can be asked topress a key on the computer keyboard corresponding to a request.

At block 225, the agent provides customized information to the useronline. This can be a formalized document, such as contract or a policyin the form of a text document or a PDF file finalizing an on-linetransaction. Such customized information can also be in electronic formallowing the user to print out an on-screen copy for reviewing andarchiving. In some embodiments, the user is able to electronically signthe electronic form transmitted by the agent configured to have a legaleffect at the point the electronic signature is recorded on a companyserver. An audio message can also be delivered by phone concurrent withthe on-line delivery of the customized information. The audio messagecan be related to the on-line form, such as further instruction, or canbe a different message, such as an advertisement or offer.

FIG. 3 is a block diagram illustrating machine including instructions toperform any one or more of the methods described herein. System 300includes a computer 310 connected to a network 314. In some embodiments,computer 310 is a machine such as computer 104, as described above andillustrated in FIG. 1. In some embodiments, computer 310 is a machinesuch as server 106, as described above and illustrated in FIG. 1. Thecomputer 310 includes a processor 320, a storage device 322, an outputdevice 324, an input device 326, and a network interface device 328, allconnected via a bus 330. In some embodiments, storage device 322 is adata store such a data store 108, as illustrated in FIG. 1. In someembodiments, storage device 322 includes a data store, such a data store108. Processor 320 represents a central processing unit of any type ofarchitecture, such as a CISC (Complex Instruction Set Computing)processor, RISC (Reduced Instruction Set Computing) processor, VLIW(Very Long Instruction Word) processor, or a hybrid architecture,although any appropriate processor may be used. Processor 320 executesinstructions and includes that portion of the computer 310 that controlsthe operation of the entire computer. Although not depicted in FIG. 3,processor 320 typically includes a control unit that organizes data andprogram storage in memory and transfers data and other informationbetween the various parts of computer 310. Processor 320 receives inputdata from input device 326 and network 314 reads and stores code anddata in storage device 322 and presents data to output device 324.

Although computer 310 is shown to contain only a single processor 320and a single bus 330, the disclosed embodiment applies equally tocomputers that have multiple processors and to computers that may havemultiple busses with some or all performing different functions indifferent ways.

Storage device 322 represents one or more mechanisms for storing data.For example, storage device 322 may include read-only memory (ROM),random access memory (RAM), magnetic disk storage media, optical storagemedia, flash memory devices, and/or other machine-readable media. Inother embodiments, any appropriate type of storage device may be used.Although only one storage device 322 is shown, multiple storage devicesand multiple types of storage devices may be present. Further, althoughcomputer 310 is drawn to contain storage device 322, it may bedistributed across other computers, for example on a server.

Storage device 322 includes a controller (not shown in FIG. 3) and dataitems 334. The controller includes instructions capable of beingexecuted on processor 320 to carry out the functions, as previouslydescribed above with reference to FIG. 1 and FIG. 2. In anotherembodiment, some or all of the functions are carried out via hardware inlieu of a processor-based system. In one embodiment, the controller is aweb browser. In other embodiments, the controller may be a databasesystem, a file system, an electronic mail system, a media manager, animage manager, or may include any other functions capable of accessingdata items. Storage device 322 may also contain additional software anddata (not shown), which is not necessary to understand the invention.

Although the controller and data items 334 are shown to be withinstorage device 322 in computer 310, some or all of data items 334 may bedistributed across other systems, for example on a server and accessedvia network 314.

Output device 324 is that part of the computer 310 that displays outputto the user. Output device 324 may be a liquid crystal display (LCD)well-known in the art of computer hardware. In other embodiments outputdevice 324 is replaced with a gas or plasma-based flat-panel display ora traditional cathode-ray tube (CRT) display. In still otherembodiments, any appropriate display device is used. Although only oneoutput device 324 is shown, in other embodiments any number of outputdevices of different types, or of the same type, may be present. In anembodiment, output device 324 displays a user interface.

Input device 326 may be a keyboard, mouse or other pointing device,trackball, touchpad, touch screen, keypad, microphone, voice recognitiondevice, or any other appropriate mechanism for the user to input data tocomputer 310 and manipulate the user interface previously discussed.Although only one input device 326 is shown, in another embodiment anynumber and type of input devices may be present.

Network interface device 328 provides connectivity from computer 310 tonetwork 314 through any suitable communications protocol. The networkinterface device 328 sends and receives data items from network 314.

Bus 330 may represent one or more busses, e.g., USB (Universal SerialBus), PCI, ISA (Industry Standard Architecture), X-Bus, EISA (ExtendedIndustry Standard Architecture), or any other appropriate bus and/orbridge (also called a bus controller).

Computer 310 may be implemented using any suitable hardware and/orsoftware, such as a personal computer or other electronic computingdevice. Portable computers, laptop or notebook computers, PDAs (PersonalDigital Assistants), pocket computers, appliances, telephones, andmainframe computers are examples of other possible configurations ofcomputer 310. For example, other peripheral devices such as audioadapters or chip programming devices, such as EPROM (ErasableProgrammable Read-Only Memory) programming devices may be used inaddition to, or in place of, the hardware already depicted.

Network 314 can be any suitable network and may support any appropriateprotocol suitable for communication with computer 310. In an embodiment,network 314 supports wireless communications. In another embodiment,network 314 supports hard-wired communications, such as a telephone lineor cable. In another embodiment, network 314 supports the Ethernet IEEE(Institute of Electrical and Electronics Engineers) 802.3xspecification. In another embodiment, network 314 is the Internet andmay support IP (Internet Protocol). In another embodiment, network 314is a local area network (LAN) or a wide area network (WAN). In anotherembodiment, network 314 is a hotspot service provider network. Inanother embodiment, network 314 is an intranet. In another embodiment,network 314 is a GPRS (General Packet Radio Service) network. In anotherembodiment, network 314 is any appropriate cellular data network orcell-based radio network technology. In another embodiment, network 314is an IEEE 802.11 wireless network. In still another embodiment, network314 is any suitable network or combination of networks. Although onenetwork 314 is shown, in other embodiments any number of networks (ofthe same or different types) may be present.

The embodiments described herein may be implemented in an operatingenvironment comprising software installed on any programmable device, inhardware, or in a combination of software and hardware. Embodiments maybe combined, other embodiments may be utilized, or structural, logicaland electrical changes may be made without departing from the scope ofthe present invention.

This has been a detailed description of some exemplary embodiments ofthe invention(s) contained within the disclosed subject matter. Suchinvention(s) may be referred to, individually and/or collectively,herein by the term “invention” merely for convenience and withoutintending to limit the scope of this application to any single inventionor inventive concept if more than one is in fact disclosed. The detaileddescription refers to the accompanying drawings that form a part hereofand which shows by way of illustration, but not of limitation, somespecific embodiments of the invention, including a preferred embodiment.These embodiments are described in sufficient detail to enable those ofordinary skill in the art to understand and implement the inventivesubject matter. Other embodiments may be utilized and changes may bemade without departing from the scope of the inventive subject matter.Thus, although specific embodiments have been illustrated and describedherein, any arrangement calculated to achieve the same purpose may besubstituted for the specific embodiments shown. This disclosure isintended to cover any and all adaptations or variations of variousembodiments. Combinations of the above embodiments, and otherembodiments not specifically described herein, will be apparent to thoseof skill in the art upon reviewing the above description.

In the foregoing Detailed Description, various features are groupedtogether in a single embodiment for the purpose of streamlining thedisclosure. This method of disclosure is not to be interpreted asreflecting an intention that the claimed embodiments of the inventionrequire more features than are expressly recited in each claim. Rather,as the following claims reflect, inventive subject matter lies in lessthan all features of a single disclosed embodiment. Thus, each claimstands on its own as a separate preferred embodiment.

It is emphasized that the Abstract is provided to comply with 36 C.F.R.§1.62(b) requiring an Abstract that will allow the reader to quicklyascertain the nature and gist of the technical disclosure. It issubmitted with the understanding that it will not be used to interpretor limit the scope or meaning of the claims.

What is claimed is:
 1. A computer-implemented method comprising:initiating, by a computer coupled to a presence detection module and anadvertisement engine, a call session for a call from a user to a callcenter, the call center including a plurality of selectable agents, upondetecting the call from the user; identifying, by a voice recognitionmodule coupled to the computer, the user based upon a user voice-basedinteraction, wherein the user and a client device of the user areassociated with the call session upon identifying the user according tothe voice-based interaction of the user; identifying, by the voicerecognition module coupled to the computer, a mood of the user basedupon the voice-based interaction, automatically identifying, by thepresence detection module coupled to the computer, an on-line status ofthe user and one or more webpages currently or previously accessed by abrowser application of the client device associated with the user andassociated with the call session, upon the call center receiving thecall from the user; selecting, by the advertisement engine coupled tothe computer, from an advertisement database storing one or moreadvertisements, a targeted advertisement based upon the one or morewebpages currently or previously accessed by the browser and the mood ofthe user; and presenting, by the computer, a message containing theselected targeted advertisement to the client device of the user duringan idle period of the call session; forwarding, by a customer servicerepresentative module coupled to the computer, the call to the at leastone of the plurality of selectable agents based on the determined moodof the user; notifying, by the presence detection module coupled to thecomputer at least one of the plurality of selectable agents of theon-line status of the user, and providing to the at least on of theplurality of selectable agents a pointer to a webpage currently accessedby the user.
 2. The method according to claim 1, wherein identifying theset of one or more targeted advertisements further comprises:determining, by the computer, for each respective advertisement in theadvertisement database a maximum profit value associated with therespective advertisement, wherein selecting the set of one or moretarget advertisements from the one or more advertisements in theadvertisement database is based upon the maximum profit determined foreach respective advertisement.
 3. The method according to claim 1,further comprising: detecting, by the presence detection module coupledto the computer, a status of the client device of the user associatedwith the call session based upon activity of one or more devicesassociated with the call session, wherein at least type of the statusincludes the idle period.
 4. The method according to claim 3, whereinthe presence detection module continuously determines the status of theclient device during the call session.
 5. The method according to claim3, wherein presenting the message containing the targeted advertisementfurther comprises: detecting, by the computer, the idle period duringthe call session based upon the activity of the one or more devicesassociated with the call session.
 6. The method according to claim 5,wherein the one or more devices associated with the call session isselected from the group consisting of: the client device of the user, aclient device of a service representative, a telephone of the user, anda telephone of the representative.
 7. The method according to claim 1,wherein presenting the targeted advertisement further comprises:generating, by the computer, the message containing the targetedadvertisement, wherein the message containing the targeted advertisementis in a format selected from at least one of an audio file and an imagefile.
 8. A computing system comprising: a call center receives a callfrom a user, the call center including a plurality of selectable agents;the call center identifies the user based upon a user voice-basedinteraction and determines a mood of the user based upon the voice-basedinteraction, wherein the user and a client device of the user areassociated with a call session upon identifying the user according tothe voice-based interaction of the user; a Webserver coupled to the callcenter by a private network, the Webserver coupled to a presencedetection module, an advertisement engine and an advertisement database,the advertisement database hosted on one or more servers comprisingnon-transitory machine-readable memory, the advertisement databaseconfigured to store one or more records of one or more advertisements;the presence detection module executed by one or more servers, thepresence detection module configured to initiate a call session for thecall from the user upon detecting the call from the user, automaticallydetermine an on-line status of the user, identify one or more webpagescurrently or previously accessed by a browser application of a clientdevice associated with the user and associated with the call session,and to detect an idle period of the call session, upon the call centerreceiving the call from the user; the advertisement engine executed byone or more servers, the advertisement engine configured to select a setof one or more targeted advertisements from the one or moreadvertisements stored in the advertisement database based upon the oneor more webpages currently or previously accessed by the browserapplication and the mood of the user; and the Webserver executed by oneor more servers, the Webserver configured to present a messagecontaining a targeted advertisement of the set of one or moreadvertisements to the client device during the idle period of the callsession; the call center forwards the call to the at least one of theplurality of selectable agents based on the determined mood of the user;the presence detection module notifies at least one of the plurality ofselectable agents of the on-line status of the user, and providing tothe at least one of the plurality of selectable agents a pointer to awebpage currently accessed by the user.
 9. The system according to claim8, wherein the advertisement engine is further configured to: determinea maximum profit value associated with each respective advertisementstored in the advertisement database, and select the set of one or moretargeted advertisements based upon the maximum profit determined foreach respective advertisement.
 10. The system according to claim 8,wherein the presence detection module is further configured to detect astatus of the client device of the user associated with the call sessionbased upon activity of one or more devices associated with the callsession, wherein at least type of the status includes the idle period.11. The system according to claim 10, wherein the presence detectionmodule is configured to detect the idle period during the call sessionbased upon the activity of the one or more devices associated with thecall session.
 12. The system according to claim 10, wherein the one ormore devices associated with the call session is selected from the groupconsisting of: the client device of the user, a client device of aservice representative, a telephone of the user, and a telephone of therepresentative.
 13. The system according to claim 8, wherein theWebserver is further configured to generate the message containing thetargeted advertisement in a format selected from at least one of anaudio file and an image file.